City of Plymouth Metrolink Transit Service

Question
The City of Plymouth wanted to know the overall level of customer satisfaction with Plymouth Metrolink’s provided services. They also wanted to identify potential areas for system improvement and gauge the effectiveness of contractual relationships with Plymouth Metrolink service providers (Metro Transit and Laidlaw).

Process
The Improve Group designed and conducted telephone surveys of transit users, conducted direct observation and interviews of dispatch and service providers, did route timing and observation, did a park-and-ride observation, conducted vehicle board counts, and maintenance inspections. The approach to the study resulted in very high response rates and data quality. Besides providing important data for this study, the survey provided an independent benchmark for future transit system evaluation studies. The data generated was aggregated and used to supplement quantitative data. Annual reports were prepared for the client as well as presentations to the Transportation Advisory Board to assist them in policy and service development.

Outcome
Using the reports, Plymouth’s Transportation Advisory Board, consisting of volunteer citizens, were able to monitor the performance of the public system and make service and policy recommendations to City staff. They also presented findings to the City Council which were incorporated into the City’s adopted policies. Plymouth’s satisfaction with the valid, meaningful data resulted in the renewal of their contact with the Improve Group for the three years. Throughout the three year period, The Improve Group continued to refine and tailor the data collection measures to better meet the City’s needs.